Refund policy
We want you to be happy with your order. Because we sell intimate products, our returns policy must also protect hygiene and safety standards.
Change-of-mind returns
You may request a return within 14 days of receiving your order, provided the item is eligible for return.
To be eligible, items must be:
- Unworn
- Unused
- Unwashed
- In original packaging
- With all tags attached
- With hygiene seals fully intact
- In a resellable condition
For hygiene reasons, underwear and intimate items cannot be returned if they have been opened, worn, washed, damaged, marked, or had their hygiene seal removed, unless the item is faulty.
UK government guidance states that sellers do not have to offer a refund for sealed goods that cannot be returned for health or hygiene reasons once opened, including underwear.
Non-returnable items
The following items cannot be returned unless faulty:
- Opened underwear
- Worn lingerie
- Items with removed or broken hygiene seals
- Washed items
- Items marked with perfume, deodorant, makeup, fake tan, or other signs of wear
- Gift cards
- Sale items where clearly stated as final sale, unless faulty
Faulty or damaged items
If your item arrives faulty or damaged, contact us within 48 hours of delivery where possible.
Please include:
- Your order number
- A description of the issue
- Clear photos of the fault or damage
- Photos of the packaging if relevant
We will review the issue and offer a replacement, refund, or other suitable solution where appropriate.
Return postage
Unless the item is faulty, customers are responsible for return postage costs. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed to your original payment method.